telcoinabox

What you get – Start up training and support

Clients can ‘cherry pick’ from our range of services and get involved with all aspects of support including providing their own ‘first level’ customer service or technical support. Alternatively Telcoinabox can handle this for you.  

You can rest assured that you will get all the support and training necessary for you to run your own telecommunications services and advice on how to best sell them to your existing customers. All the tools and models are provided to you so you can understand what margins and uptake of services you can expect and what it could do to your bottom line.

Our model of shared success means that we are only as successful as our wholesalers. With this in mind we have built the Telcoinabox company to ensure that you are well trained to maximise the technology we provide.  Just as importantly, we become part of your team in building the growth of your business from day one.

Getting up to speed

We’ve created and refined an internal training program for all our wholesalers to take them through the highlights and hurdles of the business. Straight-talk and streamlined processes are what you will receive from your Wholesale Account Manager (WAM).

Ongoing support

We often surprise our wholesalers as to how much support we can provide them. We have developed a support system that provides you easy access at the time when you need it most through a variety of support teams and our easy to use ticketing system.  Our National Operations Centre is there specifically to support you across technical, customer service and business planning.

We make sure you have all the help you need by providing world class support made up of the following teams:

Client Support Group (CSG) – Understanding the systems

This team is solely dedicated to supporting our clients on a day to day basis. They do not deal with end users and their ‘reason for being’ is to support your business. Consider CSG as your own personal team for all things billing, systems, service provisioning and customer payment related. CSG can be contacted via phone or by simply logging a ticket through Utilibill.

Account Managers– Business growth and strategy

This team is also dedicated to supporting our clients drive the growth and profitability of each of our clients. You will be allocated a dedicated BAM to work with you on your business.

Technical Helpdesk – Customer support out of a box

In the event that any of your customers who use your more technical services (eg broadband, mobile broadband, VOIP, LLU) have technical or product issues, we provide a help desk that provides complete back end support. From initial configuring and delivery of modems or hardware to answering your customer’s calls and troubleshooting any technical issues that may arise. At all times this is done under the franchisees brand giving consistency and credibility to your business.

Product Marketing Team – Expanding and optimising your product set

This team is responsible for helping you sell the right products to the right customers at the right price. This includes the procurement of new relevant products and services for our franchisees to sell as well as the management and development of our existing product portfolio. They’re available to help our Franchisees on any matter of marketing initiatives and, within reason, can be used as your own outsourced marketing team.

Stepping Stone (optional) – Flexibility

You may want to provide your own customer service to your clients, with the peace of mind that we are at hand to help answer any technical questions you can’t. Some customers prefer us to handle their complete customer service function. This includes setting new customers up along with answering all inbound customer service calls through to resolution – all under the banner for your brand.    

The support model ensures that your important customers or members will continue to get the great service and support that they are used to and continue to trust your valued brand.